Wayfair Reviews

Name: Wayfair
Address: Wayfair Stores Ltd, 78 New Oxford St, London
Rating: 1.51

1.5 Rating 2,252 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,252 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 61%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Wayfair:

Wayfair is in the business of giving our customers easy online access to the world’s home stuff in one place. Wayfair believes that options for your home can come from just about anywhere, so we carry over 5,000 brands of products like furniture, lighting, cookware, and everything in between. We also know that home furnishings often don’t fit in your car, so we offer free shipping on most big stuff and most other stuff, too

Visit Website

Phone:

0800 169 0423

Location:

Wayfair Stores Ltd, 78 New Oxford St
London
WC1A 1HB

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Wayfair 1 star review on 20th October 2024

257

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Ordered wardrobe in March. Arrived with damaged doors. It is July and still waiting for the replacement door to arrive. The communication with the company is a disgrace. Keep getting the same response which leads to nowhere. Although there are other products I cluld potentially but from Wayfair, due to the bad experience, I will never return to them as customer. Neither I recommend this company to anyone. If you have any problems, you will never get them solved! Ridiculous!”

Helpful Report

Posted 4 years ago

“I have been waiting for the delivery of my mattress since May they would have delivered on Monday but they moved again in august i'm angry and they caused me a big big problem”

Helpful Report

Posted 4 years ago

“Worst experience with an online company EVER. I've never even heard of a company with such terrible policies and procedures. After putting my card on file with one of their sales agent (who makes commission), my card was charged up to an extra $50,000 for items that I left in my cart that i clearly told the agent I was not ready to purchase. I did not receive any of these items, and many of the items I did purchase came in either broken, damaged, missing some pieces, or the wrong item. When I called their customer service to inquire about all the transactions on my card, and for the missing/damaged items, their support team said they would inquire about this and call me back. We had spent over 2 hours going line by line for the transactions and the items. Two weeks went by with no news. When I finally called back, the new agent told me there was nothing on file from my previous call and we had to go all over it again. Once we went line by line again, the agent told me that we had to call our bank and deal with it from their end because their system showed no errors. They refused to refund me the unauthorized transactions, even after the agent told me he could see on their system that these transactions were not made by me - WITHOUT DOING AN INVESTIGATION INTO THE PREVIOUS CALLS/EMAILS/AGENT OR INTO THE DAMAGED GOODS. I have now spent a combination of over 10 hours with different Wayfair customer service agents and my bank - and still do not have my credit card cleared or my house furnished properly. This company is not doing its due diligence to protect its customers. SAVE YOUR MONEY AND TIME - do not purchase from them.”

Helpful Report

Posted 4 years ago

“Only one e-mail from the customer service department to two that is sent. No updates on order status - order says it’s shipped but FeDex says it was not released to them. Originally it was supposed to have delivered July 13thfor an order placed July 5th and shipping from a place 5hrs away - the date changed to July20th - it’s July 25th - the date of delivery on the website still says July20th - Fedex website still says order shipped -recent enquirer still says shipment not released to them for pick up. No online chatting. I have been on hold on phone for over an hour with bad Music. Extremely poor customer service”

Helpful Report

Posted 4 years ago

“The customer service department has no idea what they are doing. We had an issue that was never resolved even through 4 customer service agents were in contact with us. Problem was that they just didn't take the time to read the messages. They all kept asking for the exact information. It was a nightmare. I would not purchase from Wayfair again. In the past whatever we did purchase from them was never 100% good. Sometimes damages, sometimes wrong item sent, sometimes unexplained delayed delivery. Stay away from Wayfair. There are many other companies with better results to buy from.”

Helpful Report

Posted 4 years ago

“Wayfair is a nightmare! I ordered two wardrobes in April, one turned up (with understanding that corona virus would hold the process up somewhat!) and I eventually received one wardrobe. I contacted them and they re ordered another, to which I am still waiting to arrive, whilst they keep pushing dates for arrival further down the time line, I won’t be ordering from them again, the products are lovely but only if you receive what you paid for - an on going nightmare!”

Helpful Report

Posted 4 years ago

“One of eight mugs received was broken return procedure so complicated so will now have set of 7 mugs and will not be ordering anything else from wayfarer ever”

Helpful Report

Posted 4 years ago

“The products from Wayfair are generally of a decent quality, although I did receive a chest of drawers with the top board dented at one of the corners. The big problem with Wayfair though is their customer service. I've had the wrong items delivered, repeated delays to deliveries, and I was asked to pay for the return of an item that I cancelled less than an hour after making the purchase, even though I was told that the item hadn't left the warehouse when I cancelled the order. The last straw was waiting eight weeks for a sofa (two weeks beyond the expected delivery date) only for the wrong sofa to be delivered. Wayfair never offer any compensation upfront, but, when pushed, did offer me a 10% voucher for a future purchase, valid for two months. I won't ever be purchasing from them again.”

Helpful Report

Posted 4 years ago

“I ordered a hybrid matters from Wayfair which was in stock at the time of the order. A week after the delivery due date, I called and was told the mattress was out of stock. Customer Service told me they would get back to me when the mattress will ship. I didn’t hear from them and so after waiting another week, I called and was told the date when the mattress will be in stock and was given a new delivery date. The website listed the mattress as in stock on the date I was told the mattress was going to be in stock and it was available for new orders. Few days past the new delivery date, I received an email stating the mattress was out of stock and the new delivery date is now 3 months out. What is really frustrating is that Wayfair took new orders for the mattress rather than fulfilling the backlog from previous orders. If you want to have your order delivered on time and avoid Customer Service runaround order elsewhere. I never had this issue with Amazon.”

Helpful Report

Posted 4 years ago

“I’ve ordered from wayfair on several different occasions. From beds, to dresser sets and even pillows for my couch. On two occasions I was sent entirely different items from what I purchased and another time wrong sizes. The problem is in all actuality, the incompetence of the warehouse workers who seemingly pack whatever they want to apparently, but the bigger problem is the customer service and the so called supervisors who handle your issues as if your the one who caused them. I waited over a month for a chest to be delivered and upon arrival turned out to be an entirely different style that I hadn’t ordered. I called customer service and after an hour of back and fourth (and no compassion what so ever) my only options were keep the dresser (I didn’t want and waited a month for) with a 20 percent discount OR house the dresser in my home for two weeks until THEY decided whether they wanted to come back and get it or would like me to “donate” it. They also told me they would do the “courtesy” of issuing me a refund as if that’s not what they were suppose to do. Today I went to buy a nightstand that was listed at 389.00 yesterday on sale with an original price of 495.00 and today the same nightstand is 639.99. When I spoke with a representative about the price increase she informed me her managers only option was to give me 10 percent off. I am completely done with wayfair, they do not value their customers and I highly recommend for people to spend their money elsewhere, with companies that value and appreciate their customers, especially during a pandemic where money is scarce as it is.”

Helpful Report

Posted 4 years ago

“I bought a rattan garden set in 2018 it has only lasted two years, the rattan has rotted and spilt - I kept it in my garage over winter so not been out in adverse weather. Wayfair say it’s just over two years so nothing they can do! So don’t buy furniture from them it’s rubbish and does not last long. I would not recommend buying from them. I won’t ever again”

Helpful Report

Posted 4 years ago

“It was extremely frustrating to shop at Wayfair. I ordered one standing office desk from Wayfair (order 3362881099) because their website said that it can be shipped very soon. But the desk was not delivered on the expected delivery date. So I went to cancel my order and ordered another desk from Autonomous which was delivered really fast. Wayfair showed my cancel was pending and never sent me any updates on cancellation or shopping. Two weeks later, this desk was suddenly delivered to my house. I requested the return for this desk and Wayfair asked me to pay the return shipping (~$70) which I cannot understand at all. I used to shop at Wayfair a lot and this will be the last time I shop through Wayfair. So disappointed.”

Helpful Report

Posted 4 years ago

“Shocking!!! I ordered an item on 16th June which was due to arrive a week later. I'm still waiting. All it says on the tracking page is "item is delayed" with no ETA and no communication from Wayfair. Seriously, DO NOT touch this company with a barge pole! I shall certainly never use them again.”

Helpful Report

Posted 4 years ago

“Unless I haven’t read it right but the doors I ordered were advertised as solid wood construction and they were not. When we unwrapped the doors they had been banged and had dents and split in the wood. Photos to prove the doors are veneer and chipboard. I was offered 10% of my money back but won’t order from here again.”

Helpful Report

Posted 4 years ago

“Ordered a solid wood tv unit. It’s turned up and we only opened the top part to find it all scratched, dented, glue or something all over the top. Been charged to return the item which was there fault. Should never have left the warehouse in this state. My suspicion is that this is classed as a “seconds” item and been returned previously so put in the sale. And to top it all off we have to find a way of printing a label off.”

Helpful Report

Posted 4 years ago

“Very poor quality. Wont use again.a pile of rubbish”

Helpful Report

Posted 4 years ago

“My son ordered 2recliners when they came one had two of the same pieces. He called Wayfair they said contact manufacturer. They said call Wayfair. Was on hold for more than a hour. Very poor customer service. Won’t use them again. Not happy at all”

Helpful Report

Posted 4 years ago

“order bed and mattress .said it would be delivery on the 16th july .got a email on the 14th to say out for delivery,came home waited all afternoon you guest it,nobody turned up.Then comes next day bed only.called up on 17th was advised that mattress was being delivered today between 12.25 and 2.55 oh yes guest what.jokers shop at dreams or ikea.”

Helpful Report

Posted 4 years ago

“I purchased Exterior wall lights for out newly installed driveway. They looked stunning. However 15 months later they are peeling and tarnished. I emailed Wayfair asking for new fronts (the actual fitting is fine & works) and have heard nothing back. I tied to find contact t details of the actual company but they are in the US and are unlikely to respond - that’s if I could find a ‘contact us’ section. So all in all I’m very disappointed especially as I have purchased other items which I’ve been happy with and I’ve also recommended them to my friends. Customer service is vitally important for online companies - no one likes to feel they’re being ignored. Live chat is a joke!”

Helpful Report

Posted 4 years ago

“Ordered bed 25/5 750£ , delivery due 10/6 , on due day of delivery new date 16/6 slept on the floor 7 nights ( moved from furnished) we are elderly late 60s 16/6 arrived delivery of base and headboard NO MATTRESS! Fast forward to 10/7 withCONSTANT emails from Me 27 nights in total sleeping on the floor ... mattress finally arrived damaged !!!! Then a week later another one arrived and we told them where they could put it !!! The most awful company I have EVER used avoid ... you have been warned !”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,252 reviews